I am submitting a formal complaint regarding an incident that occurred at the 7-Eleven located at 308 Abbott St., Salinas, CA 93901.
I entered the store with my Chihuahua, who is my service animal. She was on a leash, under control, and behaving appropriately. I was only there to purchase two items--chips and chocolate--and was not causing any disruption to the store or its customers.
As soon as I entered, the cashier yelled at me, "Ma'am, no dogs allowed." I approached the register and calmly explained that she is my service animal. I also explained that I have previously visited this same 7-Eleven with her and have never been confronted or treated this way by the other cashiers.
The employee continued repeating that no dogs were allowed. He then went further and told me that my Chihuahua was not a service animal. I politely corrected him and explained again that she is my service animal. He responded, "Oh, but no dogs allowed, ma'am."
I explained that I was simply there to purchase the two items I had selected. He then told me, "Okay, last time, never again."
At that point, I told him that I would take my money elsewhere because I found the entire interaction unnecessary, disrespectful, and unprofessional.
I want to be clear that my concern is not simply that an employee mentioned a store policy regarding dogs. My concern is how the situation was handled and the employee's apparent disregard for the protections afforded to legitimate service animals under the Americans with Disabilities Act (ADA).
A general "no dogs" or "no pets" policy does not automatically apply to service animals. Businesses open to the public generally must allow service animals in areas where members of the public are permitted to go, subject to the requirements and limitations established by the ADA.
If the employee had a legitimate question regarding my service animal, there are specific limitations under the ADA regarding what a business may ask. An employee should not simply decide that an animal is "not a service animal" because the employee does not believe the customer.
What was especially troubling was the employee's inconsistent response. He repeatedly told me that I could not have my service animal in the store, questioned whether she was actually a service animal, and then, once I explained that I was only purchasing two items, suddenly told me I could make my purchase but that it would be my "last time."
That raises a serious concern: Was I actually being denied service because I was accompanied by my service animal, or was the employee attempting to discourage me from returning with my service animal?
I should not have to feel uncomfortable or unwelcome when entering a business with my service animal, particularly when my animal was leashed, under control, and behaving appropriately.
I am requesting that management review this incident, including any available surveillance footage, and address the employee's conduct and understanding of the ADA's service-animal requirements. I would also like clarification regarding the store's policy and how employees are instructed to handle customers accompanied by service animals.
I am not asking for special treatment. I am asking to be treated with the same respect and dignity as any other customer and to have my rights regarding my service animal respected.
I chose to leave the store without making my purchase because of the way I was treated. I had every intention of spending my money at this location, but after being spoken to in this manner, I chose to take my business elsewhere.
I hope this matter is taken seriously and that appropriate steps are taken to ensure other customers with service animals do not experience the same treatment.
Thank you for your attention to this matter. I look forward to receiving a response regarding this incident. read more
